Tactics to Positively Overcome the Difficult Client
Irrespective of what industry you are in, there is always that odd difficult client that as a result of various factors can leave you feeling frustrated, angry, unmotivated and possibly even full of self-doubt. For some of us, the reaction to a difficult situation can be defensive for others it can be offensive which can have either positive of negative outcomes regardless.
Stepping out of your comfort zone to establish smart habits
The fact remains that there will always be clients that are a little harder to please than others, so the question at hand is, how do you handle those situations in a way that will have a positive outcome for both you and the client? Well, while in my previous role, I had done some research on the topic and I came across an article by Barbara Markway (Ph.D.) who has some excellent insight into handling difficult clients, which I will delve into a little further, but one of the factors she mentions amongst others is going about things in a way that may seem unnatural to you as first. What does this mean? Well simply put, we all have our ways of doing things, and sometimes it works other times it doesn’t but if your finding your not getting the outcome you want from a difficult situation – perhaps its time to step outside your comfort zone, try a new approach and create smart habits.
Some Tactics to be Used with the Client
Out of the many tips given in Barbara’s article, the following tactics on how to handle a difficult client stood out to me:
- Listen & Stay Calm. Listening is the number one step in dealing with “unreasonable” people. Everyone wants to feel heard, and although staying calm can be extremely difficult in an emotionally charged situation, real progress can’t take place until the other person feels acknowledged. While you’re listening, really focus on what the other person is saying, not what you want to say next. I have often said to people in the past, “I know your hearing me, but are you listening to me? There is a difference”. Taking the time to really listening to what someone else is saying, can give you a fresh perspective and clarity on a situation at hand.
- Reflect respect and dignity toward the other person. You don’t know what the other person is going through. Chances are, if a person is acting unreasonable, they are likely feeling some sort of emotional or mental strain for whichever reason and showing contempt will not help productively resolve the situation.
- Saying, “I understand,” usually makes things worse. Instead, say, “Tell me more so I can understand better.” This for me was an interesting point, because I personally have often used the term “I understand” countless times with clients and looking back it wasn’t always well received, looking at this approach has given me a new perspective on how a client would possible react to the situation differently.
- Saying, “I’m sorry,” or, “I’m going to try to fix this,” while establishing boundaries can go a long way toward defusing many situations. This tip can be quite difficult to follow when you feel your not the one in the wrong and are feeling defensive. Sometimes by being humble in the situation and saying the words “I’m sorry” or “I’m going to fix this” can completely diffuse a situation, and in turn can give you the opportunity to establish the hidden need. The client could end up disclosing what they are really trying to gain or avoid within the project/ task and positive outcome can take place for both parties. Having said that, you will also need to assess the situation, while some of the above tips have encouraged listening and letting the angry person vent, you also have the right to be assertive and say, “Please don’t talk to me like that.” if the situation is gets out of hand.
Some Tactics to be Used with Yourself
Handling a difficult client with some of the tactics, may be draining for you which would defeat the purpose of positively overcoming difficult clients, that’s what there are also a few things you should do:
- Debrief. After the situation is over, talk to someone about what happened, take 5 minutes to make yourself a cup of tea or coffee and just allow yourself to process the situation.
- Discharge your own stress. You had to put your natural reactions on hold for a while. Now is the time to discharge some of that pent-up adrenaline. Go for a run. Take your dog for a walk. Don’t let the emotions stay stuck in your body.
- Give yourself credit for getting through an uncomfortable situation. It takes a lot of energy not to act like a jerk when someone else is behaving badly. Don’t skip this step!
Positive Outlook, Positive Outcome
Remember these tactics are simply guidelines to help you along the way. How you implement these tactics is up to you, and maybe they won’t give you a positive outcome every time, but its all about trying and keeping at it until you establish smart habits that work for you. If you do not have the time or cannot see yourself dealing with difficult clients that’s ok, perhaps consider getting a VA to deal with your Client Relationship Management and can implement strategies for you! I have seen how these tactics have worked for me, and to this day some of the best connections and relationships that I have established in my career have been as a result of a rocky start with some pretty difficult clients. The key to all of this however is to always have a positive outlook, and having said this I will end with a quote by Lailah Akita “Our reaction to any situation will determine the outcome”
The year that was 2018
A new year has started, for many, it represents a fresh start, a chance to pursue new opportunities or it may even mean time to finally get training for that big race you’ve always wanted to do. As the saying goes “new year, new beginnings”, and boy are new beginnings exciting! My question however is, have you taken a moment to take a step back in order to reflect on the year that was? To appreciate your successes and be thankful for the obstacles that taught you some great lessons?
Looking back in order to move forward
The minute the clock struck 12h00, on the 31st December 2018, my brain went into automatic mode planning and thinking up all the things I want to get done in this year and I was full of adrenaline, ready to take on 2019. I kept saying to my myself – “This is going to be “my” year”, which considering I am expecting my first child in a couple of months, is already making this
year AMAZING for me. I quickly saw however, I was not alone in saying, this was going to be my year – numerous family and friends shared the same sentiment, combined with the fact they were glad 2018 was over with. This got me thinking was 2018 that bad? I mean, it was the different challenges and life lessons that I experienced in 2018 that had fueled my ambitions
and plans for 2019. I then remembered a quote I had read not so long ago by an unknown author that says “If you want to move forward, often look back. Otherwise, you’ll forget where you came from and where you need to go” Reflecting on 2018
All of this got me thinking, and I decided to take a step back and really reflect on my life during 2018. 2018 had started off quite roughly with my fiance being hospitalized for a lengthy period of time, I was in a work environment that I did not enjoy, was in over my head with assignments due for varsity and was planning a wedding amongst other things – a true mix of highs and lows.
Giving new perspective on life
But looking at all of this carefully, these very things that had me experience a mixture of emotions both negative and positive, turned out to be the best possible things that could have happened to me in 2018. Why? Well, On the 14th April 2018, the most beautiful and magical day of my life thus far surrounded by the people that mean the world me, I married my best friend. My now husband who thankfully is back to full health, learned to take a step back every now and then, now lives by the motto YOLO – you only live once, something that rubbed off on me. His new outlook on things gave me the courage to make the changes I wanted to make in my career, I always wanted to be an entrepreneur but was always too scared to take the risk, in
June, I took that risk and even though it’s been challenging, I am now my own boss, doing what I love daily. The hard work on my studies during the year last year will allow me to make my dream of graduating this year a reality. Above all, I rediscovered the power of faith & gratitude and how lucky I am to have the family and quality of friends I do in my life.
Grateful and Blessed
Personally, I am glad I reflected back on the amazing year that was 2018, I am so grateful for all the lessons and blessings I received during the year. Looking forward to 2019, I know I am going into it a stronger, happier, healthier and humbler person and for that, I say thank you to the year that was 2018.
Where to start in writing a blog post? This is how
They say writing blogs are important in the success of your marketing. I get that… BUT I have not done this a lot. I wrote lots of stories as a kid, but since I grew up my imagination and creativity…went in hiding.
I have not been challenged in years to write, so I myself had to go back and learn. As I was doing my research I decided to write about it as I go and share it with you.
I hope this will help you 🙂
This is what I normally do to write a blog.
- Coffee is my breath, my “haaa”, it takes me to that place of ease. So I will make myself a warm cup of coffee, clear out my desk and sit back, close my eyes and think of the topic ahead or a topic.
- Once I am clear about the topic I will start with research, making sure I know what I am writing about.
- Get some images for the blog and some for inspiration.
- Craft your headline that is preferably both informative and will capture your readers attention.
- Type away! Just let it “flow”, remembering this is only a draft, it does not need to be perfect. Not even close.
7 other tips to help you write a blog
#1 Own your first paragraph and the title
Having good compelling titles and introductions will make your readers want to read more. It wil inspire them. Wishpond contributor James Scherer says, “recent studies show that while 80% of people will read headline copy, only 20% will read the rest. This is the hidden importance of great titles, and why getting them right is so vital to a successful blog.”
#2 Be the expert not the bragger
Build a trusting relationship with your audience, make it seem that you are a expert in this, not just bragging about it.
#3 Focus on a specific audience
When drafting your blog, think and focus on a certain audience. They say that good blogs are targeted to a particular audience.
#4 Be informative
Don’t just tell a boring story, tell your audience something that they can learn while they read your blog. Educate your reader.
Most great blogs will follow basic SEO (search engine optimization) rules, using relevant keywords and anchor text. Using SEO practices will make your blog more relevant to your targeted audience.
(Moz has some free tools which can help you with that)
#6 End your blog with a trigger
So this blog you are writing, you write it for a reason – mostly this reason is to connect with the readers.
Try ending a blog with something that moves or motivates the reader to action. In this case it would be to motivate readers to write a great blog.
#7 Be consistent
You will need to be consistent in writing, you will need to write blogs on a regular basis. This is especially important to grow your audience.
If your audience sees you writing a blog every week, you will get more and more website crawls which will improve your SEO.
In other words, blogging successfully takes a lot of work. But that doesn’t mean blogging has to be difficult.
Need inspiration? Who better than Mel Robbins to help you with that?
For this women’s month I have decided to feature a woman that truly inspires me in life and business. She has adopted a no-BS lifestyle that has brought her to where she is today.
If you haven’t heard about the 5-second rule, you probably don’t know who Mel Robbins is.
How Mel started out
Mel started out in a legal career at the Public Defender, left her job and moved to Boston so her husband could finish his MBA. She then worked for a law firm and hated it. After maternity leave she didn’t go back and worked in a couple of tech startups which she enjoyed. Even though she enjoyed her job she felt like something was missing so she started seeing a life coach which inspired her to become one herself. She started studying towards a certificate in life coaching, qualified and started her career. When Ink magazine did a feature on her business she got a call from a big shot at CNBC for a job and that’s how her media career kicked off. After having some issues with a deal with FOX everything came to an abrupt end. Due to her contract restraints with them she couldn’t do anything in the media business for a year. She felt like such a failure that she didn’t see it fit to go back to coaching. On top of that her husband’s restaurant business was going under. Her world was falling apart. One night she decided she’d had enough. That morning when her alarm went off she didn’t hit snooze ten times as she usually did, she counted 5-4-3-2-1, launched herself out of bed and started putting the pieces of her life back together. Today her achievements are awe-inspiring.
Where Mel Robbins is today
Through utilizing her own 5-second rule, Mel became one of the most booked speakers in the world. Motivating people across the globe to get up and show up. She’s the CEO and Co-Founder of The Confidence Project which is a media and digital learning company. She is the Creator and Presenter of the Audible Series Kick ass with Mel Robbins. In 2017 she published best seller The 5-Second Rule. It was named the number one audiobook in the world and the fifth most read book on Amazon. Her TedX Talk has been viewed on YouTube by over 14 million people. She runs an award winning YouTube series #MelRobbinsLive giving advice and telling people about her life as a travelling CEO, motivational speaker, wife and mother of three. On top of that she’s a CNN commentator as well.
The 5-second rule helped her to get her life back on track after she was dealt a bad hand and got stuck in a rut. It teaches us that everything is achievable if you have the right mindset.
I’ve been following her on YouTube and getting daily motivation from her talks and advice. I can recommend her to anyone that’s hungry for success or that needs to get back in the saddle and start kicking butt and taking names!
Look for these tell tale signs of burnout
Burnout is a term that gets tossed around often in the workplace, but it’s more than simply feeling tired or overworked. It’s a continual sense of pessimism about your present and future that can lead to a decline in your work performance.
Often triggered by extreme pressure, burnout is far from simply a buzz word for stress. Burnout is associated with symptoms such as exhaustion, depression, and the inability to cope with simple tasks.
Even the most driven people are susceptible to this sense of negative exhaustion. Because when you don’t take the time for self-care and evaluating your priorities, burnout is almost inevitable.
Burnout is a state of overwhelming exhaustion, mental, emotional and physical. It can be caused by work pressures, lifestyle factors, even certain personality traits. It’s more than everyday stress. Burnout is characterized by overpowering, unrelenting stress over a long period. The mind and body are so beaten down that simple daily functioning seems like an overwhelming burden.
Being burned out has a tremendous impact on both your physical health and mental well-being. As the extreme stress continues, the result is often life altering illness, depression, and a sense of extreme failure. Essentially, there is nothing left to give and the body starts shutting down.
One of the main reasons why this takes place is because the symptoms all consist of things that every one of us experiences, at some time or another. As a result, telling the difference between ordinary fatigue or illness and the chronic depletion that heralds a serious problem is tricky.
Some common signs of burnout might include:
- Having trouble concentrating or making decisions at work
- Experiencing relationship problems at home
- Talking negatively about your work performance
- Avoiding or complaining about interactions with coworkers
- Experiencing chronic stress and potential health issues
- A pervasive sense of failure and self-doubt
- Feeling helpless, incompetent and defeated
- Loss of motivation and interest in your job, hobbies or family
- A very negative, irritable and impatient attitude
- Lack of a sense of satisfaction and any feelings of accomplishment
- Feeling detachment and distant from the rest of the world
- Experiencing a vicious cycle of overwhelm while the world is crashing around you
- Frequent distraction and an inability to focus or be engaged in a conversation.
- A feeling of pushing yourself harder with no results
- A pattern of memory loss, forgetting where you put things or what you are doing
- Extreme exhaustion and lack of energy, feeling completely drained
- Loss of appetite, interest in intimacy or insomnia
- An increase in sickness or a general feeling of unexplained illness
- Frequent headaches, back and neck pain, muscle and joint aches
It’s easier to cure any condition if you catch it early, and that includes burnout. So don’t shrug off early warning signs just because they seem mild. If they’re ignored, far bigger problems could be lurking down the road.
Learning how to manage stress is critical when you’re on the path to burnout. It is much easier to avoid burnout, than to recover from it.